Technology Event Monitoring & Coordination Specialist

Role Overview The Technology Event Monitoring & Coordination Specialist is a key member of the TEC4 team within Enterprise Technology Operations, embedded in the Core Engineering business unit. TEC4 provides 24x7 proactive monitoring of major technology events - internal or external to the firm - that could have large-scale, firmwide impact. The specialists on the team coordinate and orchestrate cross-divisional responses and communications until the incident or crisis is resolved. The position demands close collaboration with global teams and strict adherence to established global and regional operational procedures. Responsibilities Monitor and assess major internal or external events using the tools provided (e.g., Sev1, Sev2 Critical, and selected non-IT incidents such as cloud outages or major network outages). Coordinate across Divisions and teams (CMC, GCDI, Engineering) during all major incidents and events. Identify significant technology incidents/events and advise TEC4 management on potential escalation to crisis status. Provide comprehensive support for Technology Crisis Management meetings, from initial activation of the "Command Center" to its final closure. Support Technology Crisis Management meetings from initiation to closure. Ensure transparent and effective communication channels across Engineering stakeholders. Guarantee the synchronization and accuracy of information across all TEC4 communication platforms. Prepare retrospective reports on crisis events, including timelines, mitigation steps, and follow-up action items. Cultivate and sustain robust relationships with TEC4's key stakeholders, spanning several Divisions in the Firm and including a very senior audience (e.g., MDs, PMDs, VPs). Skills & Knowledge Communication Exceptional verbal and written communication skills, with the ability to clearly articulate complex technical information, including status updates, risks, and resolutions. Strong communication planning skills: prioritize, maintain transparency, and ensure timely updates using pre-written templates. Proficiency in multi-channel communication within the firm, ensuring consistency. Ability to remain calm and deliver clear, structured messages during high-pressure situations. IT Service Management (ITSM) In-depth knowledge of IT service management industry standards and practices. Understanding of Service Desk operations, Application Support, and Infrastructure Support functions. Solid technical judgment and awareness of enterprise-level infrastructure, cloud platforms, and application stacks, with sufficient technical knowledge to facilitate effective coordination. Proficiency with ITSM tools and incident tracking systems (e.g., ServiceNow) for monitoring, coordination, and reporting. Personal Attributes Functions as an effective team player, demonstrating self-motivation and a strong commitment to meeting deadlines. Exhibits resilience and maintains performance under significant pressure and stress. Demonstrates a proactive approach to anticipating potential problems and taking ownership of solutions. Possesses adaptability, with a continuous willingness to learn new tools and techniques, and adjusts to evolving technologies, processes, and expectations. Experience Minimum of 5 years of progressive experience in major incident and/or crisis management teams. Demonstrated experience operating effectively as part of a 24x7 operational team.